The COVID-19 pandemic has upended traditional conceptions of retail, with e-commerce sales achieving a record 36% growth in 2020 – while physical stores continue to see significant drops in revenue due to ongoing restrictions.
Omnichannel retail has charted a path forward for many brands to continue delivering the experience their customers expect but poses a particular challenge for multichannel retailers. Pioneering an omnichannel approach is a major operational shift, especially when consumer expectations are changing so rapidly.
Alternative shopping journeys such as BOPIS (Buy Online, Pick-Up In-Store) and in-store returns have empowered consumers to embrace shopping across channels – and this is set to become the norm. 40% of consumers now prefer returning items in-store, while BOPIS has increased by as much as 500% during the second quarter of 2020.
Fulfillment providers, including Whiplash, are stepping up to the plate to help retailers meet and exceed these expectations for faster, more streamlined experiences.